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In a bid to strengthen its tentacles in the contact centre space, communications technology major Avaya has acquired KnoahSoft, a workforce optimisation provider whose majority staffers are based in Hyderabad.
The acquisition gives the US major its third R&D centre in India after Bengaluru and Pune, Kevin Kennedy, President and Chief Executive Officer of Avaya, told BusinessLine .
The 12-year-old KnoahSoft is a privately-held provider of call recording, quality and performance management software. Financial details of the transaction were not disclosed. The acquisition is said to have closed last month. The Michigan-headquartered KnoahSoft employees about 80 staffers, all of whom would be inducted into Avaya.
“We keep looking at assets in India. Sometimes, they are headquartered in the US and staffed here and sometimes they are staffed in the US and headquartered here,” Kennedy said on the sidelines of a customer event held here. The deal is a validation of Kennedy’s bullishness on the talent that is available in India.
“We are really impressed with the talent in India. As you know Avaya does high-end research & development from its centres in Bengaluru and Pune. We will keep looking for assets in India,” said Kennedy.
KnoahSoft has been a partner of Avaya for the last few years. Its ‘Harmony’ recording architecture has been integrated with Avaya’s contact centre solutions.
Kennedy, a member of the US President's National Security Telecommunications Advisory Committee, is on his second visit to India in less than a year. The company is actively looking at strengthening its engagements with both private and public sector enterprises here.
Main clients Avaya counts Indian telecom majors Bharti Airtel and Reliance Communications among its many customers for its contact centre offerings. Avaya recently completed the first phase of a ₹500-crore contract with Anil Ambani-led Reliance Communications to overhaul the telecom firm's call centres. All indications are that the company may pitch for a similar contract with Reliance Jio.
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